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Enbridge Gas Ontario
Our commitment
At Enbridge Gas, we are committed to providing excellent service and ensuring that our relationship with you is conducted with integrity and in a responsible, fair, honest and ethical manner. Consistent with these objectives we maintain high standards of confidentiality with respect to the personal information in our possession.
Scope
This Privacy Statement is based on the federal Personal Information Protection and Electronic Documents Act ("PIPEDA"). It governs the commercial relationship between Enbridge Gas Inc. ("Enbridge Gas", "we", "us" etc.) and individuals with whom we interact, such as our customers or potential customers, landowners, website users, contractors and other stakeholders ("you"). It applies to all personal information we collect, use, disclose and handle under our care.
What information does this Privacy Statement apply to?
This Privacy Statement applies to all personal information that we collect, use, or disclose on behalf of individuals that we provide services and products for. Personal information can be information about you as an individual whether you are a customer, potential customer, landowner, or job applicant and relates specifically to you. This may include but not limited to, your name, home address, email, phone number, how you pay for your services, how you use our products including our websites, and more.
What information does this Privacy Statement not apply to?
This Privacy Statement does not apply to any information that we de-identify, aggregate or anonymize for purposes such as identifying trends, gathering insights, developing statistical information, understanding how we perform, or developing relevant products, services or offers. Such information may be shared with authorized third parties for analytical purposes.
1.0 Collection, use and disclosure of personal information
1.1 What personal information do we collect?
Personal information is information about you as an individual customer or potential customer and relates specifically to you. This may include but not limited to your name, address, date of birth, account number, financial information, driver’s license number, and more.
When you first become a customer or when you require or renew a service or product from us, we need to collect some of your personal information. However, the personal information that we collect from you is always limited to the specific purpose that we share with you to provide you with the service and/or product. We tell you what that is either directly or within this Privacy Statement.
1.2 Purposes: Why do we collect personal information?
We ask you to provide us with your personal information for the following purposes required to carry out our business:
- To provide natural gas and related energy, including energy conservation services.
- To bill and collect payment for products and services, including e-billing, collection services and credit worthiness.
- To meet legal and regulatory requirements relating to services and/or products.
- To provide information about using energy safely and efficiently, including understanding your energy needs and preferences.
- To provide information about our energy services and products, including energy conservation programs.
- To trace payments made in error to return credits to customers.
- To confirm and authenticate your identity.
- To ensure account security through various methods of account verification (for example, challenge questions, multi-factor authentication, and other means).
- To provide callback functionality with our Interactive Voice Response (IVR) system, to reduce waiting times and improve customer experience.
- For data analytics to understand your energy needs and preferences so we can develop, enhance, market and provide products and services to you.
If we identify a new purpose to use the personal information that we have collected from you, we will provide notice of the new purpose in this Privacy Statement. In cases where the new purpose is not consistent with the original purpose, we will ask you for your consent before using your personal information for the new purpose.
1.3 Consent: Why do we require your permission?
We collect, use or disclose your personal information only with your consent except under certain circumstances listed at the end of this section. Your consent may be express or implied, and you may give it to us in writing, verbally, electronically, or through your authorized representative.
Implied consent means that by using our products and/or services, you have consented to the collection, use and disclosure of your personal information for the purposes identified by Enbridge Gas. This includes consenting to the sharing of personal information with our third-party partners to provide you with services and products on our behalf related to gas distribution such as but not limited to, meter reading, operations & maintenance, energy safety, billing services, call center support, and marketing communications including energy conservation, customer satisfaction, and promotional offers. You can opt out of marketing communications anytime with by completing the Contact us form on our Data Trust Center or by clicking the “unsubscribe” link in our promotional emails. You will still receive emails related to your account, service and safety as these messages are not considered marketing or promotional.
Express consent means that we have your permission before we collect, use, or disclose your personal information. For example, we will not use your personal information to enroll you in products and/or programs without your express consent. This means we get your permission in advance when you sign up directly for the product or program, whether it is with us or an authorized third-party. You may withdraw your consent at any time, subject to legal and regulatory restrictions and reasonable notice, by contacting us at enbridgegas.com.
We do not provide or sell customer lists to any outside company for marketing, targeted advertising, solicitation or any other such purpose. We may share with authorized third parties de-identified, aggregated or anonymized data to identify trends, statistical analysis or to improve how we market product and services.
We will not use or disclose your personal information without your consent except in the following circumstances:
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When required by law or law enforcement purposes.
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For an emergency that threatens life, health or security.
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To bill for or collect a debt that you owe us or a third-party on our behalf who provides collection services, or to evaluate your credit worthiness.
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To an authorized third-party we have contracted with to provide you with services or products on our behalf.
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To an authorized third-party we have contracted with to assist us in understanding your energy needs and preferences related to our energy conservation programs.
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If the information is publicly available.
2.0 Protecting your personal information
2.1 Security Safeguards and employee awareness
Keeping your personal information confidential and secure is a priority for us. In order to ensure protection of your personal information and respecting your privacy, we have developed security procedures to safeguard and protect your personal information against loss, theft, unauthorized disclosure, copying, and unauthorized use or modification.
Our employees are trained to maintain the security and confidentiality of your personal information.
2.2 Agents and third-party service providers
Enbridge Gas may contract with agents, contractors and other third parties for services related to gas distribution, such as billing, collection, meter reading, call centre support, operations & maintenance, energy safety and energy conservation programs. From time to time, we may need to share some of your personal information with these third parties for the purposes identified in this Privacy Statement. In some instances, such third parties may communicate directly with you in order to provide the service or product on our behalf. This includes marketing communications such as contacting you to understand your energy conservation patterns, perform customer satisfaction surveys, inform you about promotional offers to help you save money, and more. You can opt out of marketing communications anytime from us or the third parties we work with by completing the Contact us form on our Data Trust Center or by clicking the “unsubscribe” link in our promotional emails. You will still receive emails about your account, service, product and/or safety as these are not considered marketing or promotional.
To a limited extent, Enbridge Gas contracts with foreign service providers for services such as data processing. These third parties may be required to disclose personal information in response to valid demands or requests from governments, regulators, courts and law enforcement authorities in accordance with the laws of the jurisdiction in which the service provider is located.
Any third-party that we share your personal information with is contractually bound to keep your information confidential and secure and to refrain from using it in any way other than is necessary to perform the service.
3.0 Accessing your personal information
3.1 Personal information requests
You have the ability to ask whether we hold any personal information about you. You can request access to your personal information that you cannot see, edit or delete yourself using one of Enbridge Gas’ self-serve portals such as MyAccount. We strive to respond to your request for access within 30 days of the request being made. Some requests may not be fulfilled due to legal or business requirements or may take longer to complete. Please visit our Data Trust Center for more information to initiate your personal data request.
You could refuse to allow us to obtain, use or share your personal information or you could also withdraw previously given consent at any time. However, by doing so, depending on the situation, you may be limiting or even prevent our ability to provide you with the service or product you desire.
3.2 Registering complaints
In the event of any conflict or other concern regarding access to, or the accuracy or our use of your personal information, you may register a question or complaint with our Privacy Office in section 6.0 of this Privacy Statement.
4.0 Visiting the Enbridge Gas website
As a visitor to the Enbridge Gas website, enbridgegas.com, you are not required to reveal any personal information, such as name, address, or telephone number. Your personal information is collected when you voluntarily complete an online application, request form, or survey and used in the same manner as any other personal information we collect in the course of providing services and/or products to you. Your personal information could be collected by electronic means if you opt in to certain cookies on our website.
4.1 Use of cookies
We use different types of cookies to enhance your experience on our website. To respect your privacy, by default, we have deactivated cookies with the exception of essential cookies. These cookies are required for the proper functioning of our website, allowing you to browse in an optimal and secure manner. Essential cookies do not collect your personal information.
You may choose which types of cookies to allow and can change your preferences at any time by clicking “Manage your cookies” on the bottom of our website. Learn more about what cookies are, how we use them and what your choices are by understanding our Cookies Policy.
5.0 Our commitment to the ten privacy principles
1. Accountability
Enbridge Gas is responsible for personal information under its control and has designated a Privacy Officer who is accountable for our commitment and compliance with the ten privacy principles.
2. Identifying purposes
Enbridge Gas shall identify the purposes for which personal information is collected at or before the time of collection.
3. Obtaining consent
The knowledge and consent of a customer are required for the collection, use, or disclosure of personal information, except where inappropriate.
4. Limiting collection
The collection of personal information shall be limited to that which is necessary for the purposes identified by Enbridge Gas. Personal information shall be collected by fair and lawful means.
5. Limiting use, disclosure and retention
Enbridge Gas shall not use or disclose personal information for purposes other than those for which it was collected, except with the consent of the individual or as required by law. Enbridge Gas shall retain personal information only for as long as necessary to achieve fulfillment of the identified purposes.
6. Keeping personal information accurate
Enbridge Gas shall keep personal information as accurate, complete, and up to date as is necessary for the purposes for which it is to be used.
7. Safeguarding personal information
Enbridge Gas shall protect personal information by security safeguards appropriate to the sensitivity of the information.
8. Openness concerning our privacy practices
Enbridge Gas shall ensure that specific information about its policies and practices relating to the management of personal information is made readily available to customers and potential customers.
9. Customer access
Enbridge Gas shall, upon request, inform a customer of the existence, use, and disclosure of his or her personal information and shall give such customer access to that information.
10. Challenging compliance
A customer shall be able to address a challenge concerning our compliance with PIPEDA to Enbridge Gas’ Privacy Officer.
6.0 Contact information and resources
If you wish to access your personal information, change your consent to the ways in which we may use your personal information, have a complaint about our Privacy Statement or the manner in which we may have handled your personal information, or if you have any other question about our Privacy Statement, please contact our Privacy Officer as follows:
- Online: Data Trust Center
- By mail: Enbridge Chief Privacy Officer, Enbridge Gas Inc. 500 Consumers Rd, North York ON M2J 1P8
- Email: privacy.office@enbridge.com
To find out more about federal privacy laws, including the PIPEDA (the law applicable to Enbridge Gas Inc), contact the Office of the Privacy Commissioner of Canada at 1–800–282–1376 or visit its website at https://www.priv.gc.ca/en/.
7.0 Privacy Statement Changes
We may change our Privacy Statement to reflect changes to our privacy practices and legal requirements. New statements will be published on our website and will show “last updated”. If we make material changes to the Statement, we will notify you on the home page of our website.
FAQ
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